steer.co.uk

After the accident

After the accident, my insurance company instructed Steer Automotive Borehamwood to carry out the repairs. I have previously dealt with Steer Automotive at their Enfield branch, where a serious issue occurred: a member of staff smoked inside my vehicle, leaving a burnt mark on the carpet. I immediately raised this with Steer Enfield. Without my consent, a piece of carpet was cut from under the rear seat and fitted to the front. I made it clear that I was dissatisfied with this, and the manager at the time agreed that a new carpet would be fitted at a later date.Because my vehicle was already due to return for further repairs, I informed both Steer Automotive and my insurance company about the carpet issue. My insurance company agreed it would be sensible to address both matters at the same time to avoid unnecessary delays and to ensure I was not left without my vehicle for an extended period. It was therefore agreed that the vehicle would go in on 5 January, allowing sufficient time (over one month’s notice) for Steer Automotive to order parts and plan the work.Despite this advance booking, on 5 January I had to chase Steer Automotive to ask when my vehicle would be collected, only to be told they “did not have time.” No prior call or notification was made to me, despite the booking being arranged well in advance. As I had no alternative, I was forced to deliver the vehicle myself.On the day of drop-off, I spoke with the manager, Nick, and again explained the issue regarding the carpet. He told me to “leave it with him” and said he would look into it and contact me. My vehicle remained with Steer Automotive for one week, during which time I received no communication whatsoever from him regarding the carpet.During this period, I received a notification from BMW advising that a fault relating to the vehicle’s lights had been detected. I immediately informed my insurance company.On Friday, I received a text message stating that my vehicle was ready and being cleaned. I replied asking when I could collect it but received no response. I then checked online and saw that the branch was listed as open on Saturday between 8am and 12pm, so I attended in person. When I arrived, the reception was empty, and I observed multiple vehicle keys left unsecured and unattended, which is extremely concerning.I proceeded into the workshop area and was told the site was closed. I explained that I was there to collect my vehicle, that I am a disabled Motability customer, and that I could provide multiple forms of proof that the vehicle was mine. I asked if the manager could be contacted. After approximately 15 minutes, I was informed that the manager, Matthew, had refused to release my vehicle and instructed me to return on Monday.On Monday at 8:10am, I received a call stating that my vehicle was ready for collection. I explained that the vehicle should be delivered, as this is part of the service policy and particularly important given my disability and Motability status. From that point onward, I found the manager’s attitude to be rude, dismissive, and unprofessional.Overall, this experience has caused unnecessary stress, inconvenience, and a complete lack of confidence in how my vehicle has been handled. The original issue of the damaged carpet remains unresolved, communication has been extremely poor throughout, agreed arrangements were not honoured, and I have been treated without consideration as a disabled customer.

Date of experience: Jan 12, 2026